Line2 Support Center

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My number transfer (port) was rejected, what do I do?!

First, relax. A rejection doesn't mean we can't port the number, it just means a delay in the process.

Step one of dealing with a rejected port is contacting the current carrier. The only way to know for certain what they have on file for the account is to contact them directly. Speak to someone in the Porting department, if possible. Sometimes Customer Service representatives don't know the intricacies of porting, or what specific information is necessary. It can be very helpful to use the phrase, "...to release this number for porting".

Some carriers will reject with only one rejection code, when there may be other incorrect information in the port. For instance, we may receive the rejection "Account Number Incorrect" when the PIN/Passcode is also wrong. While on the phone with the provider, it's best to verify all information.

Once the correct information is obtained, simply reply to the email we sent about the rejection. We will update the current order, and the port will be in process once more.

Regretfully, the ten-business-day time frame starts over when the order needs to be corrected. Because of this, in addition to the delay in contacting the carrier and replying to Line2, it's best to verify the information on file with the current carrier before submitting the Port order.